Compliments, Comments and Complaints Policy

Charis aims to deliver exceptional service, creating moments that matter through a combination of technology and our people. We constantly strive to understand our customer’s behaviours, preferences, and pain points, designing processes that make our customer’s lives easier.

Charis deliver a range of products and services to people living in England, Wales, and Scotland. The level of individual support available is decided by our funding partners and regulatory requirements.

Charis requires that all employees provide a consistent and professional service to every customer and provides a clear direction for managing compliments, comments, and complaints.

All compliments, comments and complaints are noted and referred to our Quality Control and Training coordinator and Continuous Improvement Specialist. We may also share your compliments, comments and complaints with our Partners and Delivery Suppliers.

We value all feedback and use this to reflect and improve, whilst celebrating what went well so that we can repeat it!

Compliments, Comments and Complaints

Recognising Moments that Matter at Charis

At Charis we are proud to deliver the best customer care, and we strive to exceed expectations! We aim to have positive interactions that significantly influence the customer experience.

What is a Compliment?

A compliment is an expression of satisfaction or praise about a service provided by Charis, an employee or one of our representatives. When we receive a compliment, we aim to take ownership, listen with empathy,and share the caller’s enthusiasm. Compliments are shared and celebrated internally, highlighting positive feedback to Employees.

What is a Comment?

A comment is an expression of opinion or dissatisfaction about a service or product provided by Charis, an employee or one of our representatives. Comments may come from anyone we work with; individuals, organisations, Partners, or suppliers. When we receive a comment, we do our best to understand it and respond in accordance with our formal Partner and regulatory agreements, with the objective of mitigating a formal complaint. Charis aim to provide first contact resolution.

Comments regarding our services are valued for providing Charis with critical insights to identify operational limitations and to aid improvements to our products and services. By addressing negative experiences effectively, we hope to demonstrate to individuals and organisations that their concerns are valued.

What is a Complaint?

A complaint is a formal expression of dissatisfaction about the standard of Charis’s services, employees, or representatives, which has not been resolved informally. Complaints may be raised by individuals,
organisations, partners, or suppliers.

If you are dissatisfied with how your complaint was handled, you may request for it be escalated verbally or you may submit it in writing by emailing Feedback@charis.group or by post to: Feedback, Charis Grants Ltd, Office 15b, Ground Floor, Westpoint, Peterborough Business Park, Lynch Wood, Peterborough, PE2 6FZ.

Charis will investigate all complaints fairly and professionally with the first point of contact acknowledging the complaint.

Complaint Handling Process

Charis aims to acknowledge any complaint within five working days, providing a reference number and relevant contact details.
The resolution process aims for a full written response within ten working days
If a complaint involves employee behaviour the employee concerned will not participate in the investigation.

Escalation and Appeals

If customers are dissatisfied with our initial response, this may be escalated within 20 working days. If a complaint is complex and we need more time we will let you know.
Charis may recognise when an available resolution is beyond the first point of contact’s authority or expertise, or there are legal and regulatory implications. In this instance Charis may escalate the complaint to the Service Delivery Board.
Following review, a final response will detail the decision, reasons, and options for further escalation to other relevant bodies.

Your rights

Information about your rights regarding your personal data and the data Charis holds about you can be found in our privacy notice. This notice (together with our terms of use and any other documents referred to in it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be used by us.

All Subject Access Requests will be brought to the immediate attention of our Data Protection Officer and managed according to Charis’s Data Protection Policy. You will expect to receive a full response within one month.

Service with Respect

Our people come to work to provide the best customer service. We understand that the cost of living and debt can be frustrating and worrying, we’re all bill payers just like you. Your words and actions have a real impact on our people, and we ask you to treat us with respect.

For this reason, Charis have a zero-tolerance policy for:

Abusive and derogatory language
Any form of discrimination
Sexual harassment
Threats of violence

If you do not respect the above, we can:

Place you on hold or terminate your call
Only communicate via writing
Report serious threats to the police

Where we can’t help.

Correct decisions made within the guidance of a formal Partner or Scheme agreement are final. Charis will endeavour to protect the integrity of our Partners scheme.
Charis will not disclose detailed information or data regarding decision making to individuals or organisations.
Charis are not responsible for our Partners services or for our Partners employees.
Charis are not responsible for fulfilling outstanding individual applications or requests following the termination of a scheme or formal Partnership agreement.
Charis are not responsible for individuals’ choices or for ensuring they have requested the correct product, or for an individual’s inadequate preparation to receive and access support.
Charis will not amend or reschedule appliances or product orders that have failed delivery in the first instance.
Charis are not responsible for faulty products or products damaged during delivery and instalment and must be raised directly with the Supplier. Products that fail during warranty must be raised directly with the Supplier and afterwards the Manufacturer.
Charis cannot replace Energy Vouchers that have been redeemed, part redeemed or expired. Where an incorrect voucher has been purchased, the Individual must raise their concerns with the organisation that purchased the item on their behalf.
Charis will refer disputes regarding energy supply directly to the Energy Supplier for resolution.